☹️ seat changed at checkin

[Myrna]

I know this is not a FWP.

Niece is now at airport, on her way to the US to visit her father. She is very upset because her selected seat was changed at the last minutes when she checked in. She has not flown with QF for many years as their Y fares to the US were often higher than DL. In January QF had a sale to the US which we encouraged her to book. She is a NB with QF. When she booked her ticket, she was able to select a standard window seat - toward the front of Y class.

She decided not to check in last night as she wanted to check in her bag in person. However, when she got the counter, she was told to check in at the kiosk because counter checkin is only for J and F pax. Then when she checked in, she discovered her selected seat month ago was changed from a window seat to a middle seat at the back of the plane

She was not happy about the unexpected seat change, so asked one of staff and they said her seat was changed because there was a large group, plane full, and since she did not pay for seat selection!!! She said she was able to select the seat when the booking was made without any cost indicated.
What should niece do? Write a letter of complaint to QF about her unhappy experience. There will not be any joy out of this. Poor thing.

 

[TheInsider]

Ask the airport staff or supervisor now. Don't wait until after.
Ask to speak to the 'ACEM' Airport customer experience manager if the supervisor doesn't want to help.

 

[RichardMEL]

If she booked direct with QF, stabdard seat selection is included... hmmm. Sounds like the "group" may have been an issue. That's teally rubbish for your neice. Really sorry to read.

 

[RichardMEL]

If this is QF11 today I see 58K and 73K free as windows, and a couple of aisle seats too...

 

[Myrna]

Ask the airport staff or supervisor now. Don't wait until after.
Ask to speak to the 'ACEM' Airport customer experience manager if the supervisor doesn't want to help.

Thanks! the flight is boarding now. so it is a bit late to speak to anyone. She is an infrequent flyer and was looking forward to her first flight with QF after a few years.

Post automatically merged: Apr 13, 2024

She has spoken to a few staff (hanging around the counter) and they all said appeared to blame her that since she did not pay for the seat selection, her seat was changed.
We are helping her to draft a complaint letter to QF - not that it will do any good ...

 

[Myrna]

If this is QF11 today I see 58K and 73K free as windows, and a couple of aisle seats too...

Her selected seat was 58K, but they changed it to 62E. She has emails from QF confirming her seat as selected but when she checked in at kiosk, her seat was changed ???

 

[RichardMEL]

Those seats are still free. I hope she at least tried at the gate. I feel for her - that's rotten.

Post automatically merged: Apr 13, 2024

Her selected seat was 58K, but they changed it to 62E. She has emails from QF confirming her seat as selected but when she checked in at kiosk, her seat was changed ???

Perhaps, as ot still shows as free, there is an issue with the actual seat? Though I would think it would be blocked tbh. Seems odd.

 

[Myrna]

Those seats are still free. I hope she at least tried at the gate. I feel for her - that's rotten.

Post automatically merged: Apr 13, 2024

Perhaps, as ot still shows as free, there is an issue with the actual seat? Though I would think it would be blocked tbh. Seems odd.

She did try at the gate, but they kept saying 'nothing can do'. And, yes there were 2 large dance groups on the flight.

 

[RichardMEL]

Well.. I am surprised. I still see those two windows allegedly unoccuied along with some ausle seats. It is ridiculous if they wouldn't move her to at least one of those imo.

 

[Myrna]

Well.. I am surprised. I still see those two windows allegedly unoccuied along with some ausle seats. It is ridiculous if they wouldn't move her to at least one of those imo.

Agree with you.
She is in line for boarding. I told her that it appeared 58K is still available.
Poor thing. not a good experience when she is looking forward to a pleasant flight to see her father.

 

[RichardMEL]

And this is the kind of thing that reenforces the bad rep tbh.

Now there may be an issue with the seats, but you know it's just a bad experience all round.

Fingers crossed she is not jammed between unpleasant people and/or maybe could even do a swap to say 62D (if say 62D and F are a couple hoping to keep that seat free).

 

[RichardMEL]

In the interest of fairness and transparency, I now think the EF seat map may not be accurate as it also shows 62E as vacant - so no idea what is going on now but I may have been unintentionally providing misinformation

 

[TheInsider]

Some front line staff really have no idea how their product works. Makes no difference if the seat was 'paid' for. Simply they shouldn't have been moved, or at the bare minimum should've been asked.
Hopefully this will get through to someone at Qantas and they may need to remind staff to leave seating alone.

Maybe she needs to speak to the CSM on board and make it knows she is not happy.

 

[Myrna]

update: niece just called and said they offered her 64A which is opposite the toilet, she declined. Then 55B the middle seat Then she asked no other seat? Suddenly they offered her 58K - which was her original selected seat!!! Very strange. She told them that was my selected seat and they have put her through so much stress and upset. However, we are glad that she finally got the seat she selected. Not sure how things got out of whack! We are pleased for her that there is a happy ending

Thanks for all your help - particularly RichardMEL.

 

[Franky]

update: niece just called and said they offered her 64A which is opposite the toilet, she declined. Then 55B the middle seat Then she asked no other seat? Suddenly they offered her 58K - which was her original selected seat!!! Very strange. She told them that was my selected seat and they have put her through so much stress and upset. However, we are glad that she finally got the seat she selected. Not sure how things got out of whack! We are pleased for her that there is a happy ending

Thanks for all your help - particularly RichardMEL.

And well done to you also…

 

[TheInsider]

Maybe 58K was a broken seat in some way and they just lied about it?
Strange that this occurred.

 

[Myrna]

Maybe 58K was a broken seat in some way and they just lied about it?
Strange that this occurred.

Hope that it is not a broken seat (fingers crossed!)

 

[RichardMEL]

Ah so the seat map was right(apologies to EF!). I saw 63A opened up too. And I did see 58K get taken. Glad it was her.

Gah just so so poor.

Wishing her a better flight now after all the totally unneeded drama )I mean why move her then the seat stayed open? Makes zero sense!)

Thanks for letting us know.

Post automatically merged: Apr 13, 2024

Yes if it is broken, and not blockdd for use, then that is even worse.

Hopefully no issues for her. They owe her several strong drinks !

 

[Myrna]

Ah so the seat map was right(apologies to EF!). I saw 63A opened up too. And I did see 58K get taken. Glad it was her.

Gah just so so poor.

Wishing her a better flight now after all the totally unneeded drama )I mean why move her then the seat stayed open? Makes zero sense!)

Thanks for letting us know.

Post automatically merged: Apr 13, 2024

Yes if it is broken, and not blockdd for use, then that is even worse.

Hopefully no issues for her. They owe her several strong drinks !

I have asked her to check the functions of the seat: entertainment system, recline, tray table etc.

 

[Myrna]

Niece said she checked the seat and it seemed to be OK.
She said 2 elderly men were in the middle and aisle. She said sorry she might have to ask them to let her out for toilet. They said it is ok, they are old and need to go to toilet more often